How can we help you?

By Anna V.

 

I’ve been thinking about how social media analytics are used to provide customer service. I’ve worked with customers in person and not in a virtual setting. I’m used to seeing facial expressions and hearing what people say (or don’t say) and instead express nonverbally.  I think we’ve probably all spoken to representatives who are working from home and navigating this, plus what is going on in their life and home at that moment.  In my experience, using a chatbot can be convenient if it connects me to the information I need. Skipping waiting on hold is a wonderful thing.  Otherwise, we wait again as we get connected to a person. It must be a very different experience providing customer service virtually.  This article highlights customer service online. customer service online. I would find it interesting to be able to see how people go about searching for for the products they want.  There is a lot of information out there about us and what we search for, though.  This TED talk explores this further. 

 

 

Comments

  1. Ellen DooleyOctober 31, 2023 at 8:45 PM

    Not having to wait when using chatbot is definitely a good aspect. Another positive is that text can be copied and pasted to file, or in some cases, customer can opt to have the conversation saved and sent to them. I've worked in customer service in person and, for a short time, in a call center. It is strange to work without direct contact, but of course convenient and, as you pointed out, companies can track us. I have been perplexed by the lack of customer service from Facebook and Instagram over the years, as their approach seem to be to not have any at all. A couple of my own experiences and those of friends and family indicated that it relatively common to have issues that can't get resolved. Let's hope no other industries emulate that!

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